In today's fast-paced world, companies need to have flexibility on when to notify customers. Sera's appointment pre-work feature lets technicians claim jobs before notifying customers. This enables technicians to call the office or grab a part before the customer gets notified. To view what this looks like as a technician, click here to see our article on Appointment Pre-Work - Technician
To start, navigate to Company Settings.
If you would like your technicians to claim jobs and receive information before notifying the customer, turn our Appointment Pre-Work feature on. This feature is optional.
Pre-work appears on the dispatch board, as well. Companies can customize the color by going to Company ---> Customizations
Pre-Work and Reporting
Throughout the system, reports and appointment information have been updated to include Appointment Pre-Work functionality. We've included some definitions of the categories below:
Accepted - What time did the Technician claim the job? If Appointment Pre-work is disabled, this will remain blank.
Pre Work - How long was the technician in a "View Only" state with the job? Many techs use this time to get equipment or run by a supply house, if necessary. If Appointment Pre-work is disabled, this will remain blank.
Travel Started - What time did the technician start their travel time to the appointment?
Travel - How long was their travel to the appointment?
Arrival - What time did the technician arrive on site?
Work - How long did the technician spend working at the appointment?
Departure - What time did the technician end the appointment?
All time technicians spend in pre-work still factors into their job time efficiency.
Finally, Admins are able to see whether or not a technician chose to notify a customer by using the All Notes on an appointment. This is to ensure a customer's experience is accurate.